Elsa Garza

Background

About Elsa Garza

Operations Management * Customer experience and service delivery in diverse verticals: Travel, Retention, IT Helpdesk, Dispatch, Gaming, Fraud Prevention, Casino, Sales, Telecommunications, Utilities, Logistics (asset recovery, dispatch, inventory management)* Designing, implementation and optimization of strategies, focused on providing stakeholder value with performance insight, experience, data and analysis.* Creation and execution of strategic action plans to drive KPI metrics, employee retention and financial wellness * Utilization of Data Analysis to identify & mitigate risks, find performance opportunities and elevate client satisfaction * Collaboration with key functional leaders, senior business executives, and technology partners to deliver results People Management * Thought leadership that engages all levels of the organization Creation of environments where people are motivated, treated fairly, with respect and dignity.* DEI Ambassador and ally * Fosters culture of loyalty and trust - translating into employee retention and performance improvement.* Transformation across all levels of the organization to ensure the highest possible customer experience and outcomes * Highly invested in championing talent development and continuous improvement Client Management * Align, inspire, engage and deliver * Contract negotiations, including pricing, KPIs, SLA’s and additional growth * Partner with sales team to lead and manage complex client proposals * Collaboration with Solutions team to asses client needs and develop a proper solution that aligns with company offering.* Builds trusted advisor relationships with clients to connect customer business problems with company offered solutions and strategies Finance Management * Maximization of P&L, client / vendor invoices & financials for national and international operations * Responsible for driving cost optimization to achieve results * Identify and solve pain points through cost reduction, revenue increases and budget management * Manages delivery teams to budget while ensuring customer & company goals and outcomes are met